CRM Executive

Ibec Ltd

About The Position

CRM within Ibec supports multiple divisions and departments to provide services, engagements and communications to members, customers and stakeholders. The role will support the Senior CRM Executive in the maintenance of our CRM platform Microsoft Dynamics to a specific standard, to deal with member, customer and stakeholder queries, manage the system administration, data quality, web access provision, customer automation design and to be a point of contact internally to support member administration where required. The Executive will also support the implementation of Ibec’s strategy, with a cross-divisional focus with our Sales, Marketing, MIS and IT departments and report directly to Head of Customer Experience.

Requirements

Hold a third level qualification in a relevant business discipline; additional relevant experience would be an advantage
Experience working with Microsoft Dynamics with AI and Power Apps experience an advantage
Experience working with marketing automation software with ClickDimensions experience an advantage
Excellent IT skills especially Excel, Power BI and database management
Experience with data analytics, systems integration and related processes
Strong ability to multitask and work to and meet tight deadlines
Project management and time management skills
Very high level administrative, organisational skills and attention to detail
Demonstrates ability to use initiative and judgement in the role
Experience of working in a diverse and demanding environment
Collaborating with member service environment
Working in a small team environment

Nice To Haves

A knowledge of Business Central would be an advantage
Microsoft Dynamics certification or accreditation would be desirable
Commercial awareness and an understanding of Sales and Marketing metrics would be desirable
Good organisational, creativity and interpersonal skills
Strong communication skills and positive attitude
Confident, professional and friendly demeanour
Flexible approach to work
Team player
Process orientated

Responsibilities

Assist the Senior CRM Executive in managing the customer database to agreed metrics
Assist the Senior CRM Executive in defining and achieving on CRM goals
Conduct monthly data quality reviews
Collaborate across the organisation to support the ongoing data management requirements.
Manage daily queries relating to customer updates
Support the development of customer automation journeys across different Ibec products in conjunction with product owners and associated stakeholders
Building and maintaining relationships internally to support data quality and processes
Use the database to provide segmented communications for internal stakeholders
Assist in building and maintain reporting, dashboarding and workflow requirements to support internal teams and understand member experience
Work collaboratively to define and create the organisational KPI reporting requirements
Assist in tracking and reporting on key customer metrics to improve account management interactions and increase customer satisfaction
Training internal users on data governance best practices, processes and reporting
Assist in the development and leading innovative reporting initiatives that enable the business
Work collaboratively across the organisation on initiatives and projects
Understand and develop Ibec’s CRM platform to leverage the full power of the technology suite
Work with the CRM team curate existing and develop new Standard Operating Principles covering Ibec’s data management, cleansing, transformation and modelling principles to enhance the overall processes
Driving various initiatives as and when required
Be an active member of the team
Carry out other duties as identified and agreed with Head of Customer Experience that are in keeping with the overall purpose of the position
Have a curiosity and understanding of AI (Google Gemini, Microsoft Co-Pilot)

Benefits

Ibec Core Competencies
Bias towards action
Collaborative - work together as 'one Ibec'.
Dynamic - approach initiatives with careful planning, energy, drive, and resilience.
Decisive - make clear, well-informed decisions.
Member and Customer Focus
Agile and Adaptive - embrace change and be adaptive to members' needs and in ambitious situations.
Creative and Innovative - not afraid of dynamic thinking in finding solutions.
Curious and Critical Thinking - open minded and proactive in gathering data in developing opinions.
Drive and Personal Leadership
Ambitious - driven and can take responsible risks.
Accountable - committed to highest standards and takes ownership of actions.
Continuous Improvement - proactive on personal and professional development
Ibec is an equal opportunity, and inclusive employer is committed to providing reasonable accommodations for potential and existing employees with a disability. Should you wish to request a reasonable accommodation please email Kenny at [email protected]